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Ponencia de Altitude en el evento organizado por Telefónica sobre Tendencias en Contact Center en Madrid el 22/05/2014. Más información sobre el servicio Contact Center de Telefónica en http://bit.ly/Ut3TPR
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C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
New business drivers for
Customer Collaboration
Erwin-Paul Bouma S a l e s M a n a g e r
C u s t o m e r C o l l a b o r a t i o n
E u r o p e , M i d d l e - E a s t , A f r i c a & R u s s i a
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Cisco Customer Collaboration
Major Trends
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Wave 2: Relationship
Wave 1: Cost
Wave 3: Experience
Transactions Interactions Engagements
ACD CTI, IVR, Segmentation Multichannel, Enterprise
Expertise, Social Media
Place System Enterprise Service
Operations Marketing Brand Management
Reactive Proactive
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Yesterday’s solutions aren’t enough.
at any time, in any location, and on any device.
Customers want to be taken care of…
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Customer Customer
Multi-Channel Omni-Channel S
tore
s
Mo
bile
Web
Cata
log
ue
Sto
res
Mo
bile
Web
Cata
log
ue
Seamless Experience
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
OmniChannel is a customer
relationship strategy where the
customer is the centre of all
interaction channels ; decides how,
when and where to communicate
and expects a consistent,
personalised, intuitive & rich
experience
Omni Channel
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Bringing Service to Customers Across Screens
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Moving from One-to-Many, to one-to-One
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Embracing the power of the consumer
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
FitBit pedometer WiThings scale Vitality pill bottle
Nest Thermostat Pebble Watch Google Glass
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
One day while at the
office…
… his car is hit in a parking lot
outside the building.
Rob “opts in” to remote car
monitoring service
Message routed to insurance
company’s proactive customer
care gateway
Local agent unavailable.
Call routed to centralized call center.
Proactive Response Collision Detected Monitor Opt In
Sensors detect a collision and
route a message to Toyota USA
Sensor m
essage
SIP
Gateway XMPP
message
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
Engagement Proactive Response Collision Detected Monitor Opt In
Customer care screen pop with account
information on outbound call
Detail on collision detection report from
Toyota USA
Customer engagement: Damage assessment,
claim initiation, tow, and rental car service
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Cisco Customer Collaboration
Customer behavior changes
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
Delivering a Seamless and
Personalized Customer Experience
Across Multiple Channels
Improve Time to Closure…
Faster Than Today
Enable Secure Collaboration and
Ability to Close Business Across
Multiple Channels
Cisco Confidential 20 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
The Channel Puzzle
51% research online and
then buy in store – Google 2012
Cisco Confidential 21 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
The Channel Puzzle
32% research online, visit in
store and then buy online
– Google 2012
Cisco Confidential 22 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
The Channel Puzzle
82% Multichannel customers
spend 82% more than
single channel
customers
Cisco Confidential 23 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
The Channel Puzzle
84% want consistent service,
get frustrated by
fragmented journeys
- Accenture
Cisco Confidential 24 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
Point Solutions Chaos Scenario
Tactical response
Departmental Isolation
Focus on Integration, not
Outcomes
No Common Intelligence or
Platform
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
Cisco Customer Collaboration
What Businesses Are Doing
Cisco Confidential 26 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
Branchless Bank
`
Branches Replaced by
Kiosks
Non Traditional Placement
Significant Cost Reduction
Reduction in Leakage
Cisco Confidential 27 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
Energy RWE - Multichannel
Brand New Channel
Significant Customer Uptake
Strong Sales Conversion
Increasing Customer
Satisfaction
Cisco Confidential 28 C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved.
Everbright & Guangfa Bank
`
Expanded Footprint
Rolling out over 6000
units
Captures Signature and ID
Instant Card Delivery
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Nationwide
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
C97-729646-00 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
Thank You
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